We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 1466 results
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Decision Reference DRN-3668220
14 Sep 2022 Ageas Insurance Limited Not upheldInsuranceDRN-3668220 The complaint Mr and Mrs H complain that Ageas Insurance Limited (Ageas) unfairly declined their claim for damage to their roof under their home insurance policy. They also complain about the poor service they received and the lack of communication during the claim process. Mr ... (6 pages)View decision -
Decision Reference DRN-5042981
25 Sep 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5042981 The complaint Mr C has complained that The National Farmers' Union Mutual Insurance Society Limited (NFU) unfairly made a fraud finding and refused to pay a claim under his home insurance policy. References to NFU include companies acting on its behalf. What happened ... (5 pages)View decision -
Decision Reference DRN7201923
4 Dec 2019 Standard Life Assurance Limited Not upheldInvestment and pensionsMr W says Standard Life Assurance Limited unfairly decided not to grant him an enhanced annuity after reviewing how it had sold him a standard annuity in 2014.backgroundIn March 2019 Standard Life contacted Mr W to let him know that following an FCA review of annuity sales, it was going to... (7 pages)View decision -
Decision Reference DRN-5442511
31 Mar 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5442511 The complaint Mr R has complained about the transfer of his Phoenix Life Limited (Phoenix Life) personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Malta (Harbour Pensions) on 3 March 2014. Mr R’s QROPS was subsequently used to invest in The Blackm... (11 pages)View decision -
Decision Reference DRN-5441066
31 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5441066 The complaint Mr R has complained about a transfer of his ReAssure Limited (ReAssure) personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Malta called Harbour Pensions on 5 March 2014. Mr R’s QROPS was subsequently used to invest in The Blackmore G... (11 pages)View decision -
Decision Reference DRN-3939584
22 May 2023 RCI Financial Services Limited UpheldConsumer CreditDRN-3939584 The complaint Miss F complains about the quality of a car she acquired under a hire purchase agreement with RCI Financial Services Limited (RCI). What happened In December 2020, Miss F entered into a hire purchase agreement with RCI to acquire a brand-new car. The cash price of... (6 pages)View decision -
Decision Reference DRN9926905
3 Jun 2020 Markerstudy Insurance Services Limited UpheldInsurance (excluding PPI)Mr B complains that Markerstudy Insurance Company Limited (Markerstudy) refused to pay out on a claim he made on his car insurance policy and accused him of fraud. Mr B wants Markerstudy to pay his claim. He’s also said that Markerstudy didn’t consider the clarification he provided in resp... (9 pages)View decision -
Decision Reference DRN-3762243
19 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3762243 The complaint Mr K has complained that British Gas Insurance Limited (British Gas) broke his boiler when it was carrying out work under his home emergency policy. What happened While Mr K’s boiler was being serviced, a water leak was found coming from the boiler. So, Mr K conta... (5 pages)View decision -
Decision Reference DRN-5607665
16 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5607665 The complaint Mr B complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a breakdown insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a hatchback car, made with manual transmission and first registere... (6 pages)View decision -
Decision Reference DRN-3778487
20 Jan 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3778487 The complaint Mrs and Mr A are unhappy about how AA Underwriting Insurance Company Limited (“AA”) handled a claim under their home insurance policy. When I refer to AA I also mean its suppliers. What happened Mrs and Mr A have a home insurance policy covering their household co... (6 pages)View decision